Helpdesk Advisor

Brook Street; Glasgow; Hybrid; GBP 18,000 - 20,000; Full time

Job summary

As the first point of contact, you will manage high volumes, keep systems updated, and work toward service standards and KPIs. This position is temporary with strong extension potential, starting August 2026, with weekly pay and progressive pay after 12 weeks.

Qualifications

• Excellent verbal and written communication skills.
• Strong organisational skills with the ability to prioritise tasks effectively.
• A positive attitude towards customer service and personal development.
• Proficiency in Microsoft Office and Google Suite.
• Ability to multitask and adapt to changing workloads in a target-driven environment.

Responsibilities

• Acting as the first point of contact for UKSV customers across all channels, providing professional advice and assistance.
• Handling a high volume of enquiries via phone, email, and digital platforms, ensuring quality and accuracy.
• Resolving customer issues promptly and escalating complaints when necessary.
• Maintaining accurate records and updating information within IT systems efficiently.
• Building and maintaining positive relationships with customers through a customer-focused approach.
• Supporting the delivery of service standards and KPIs, contributing to a positive customer experience.

Skills

Verbal communication

Written communication

Organisational skills

Customer service

Multi-tasking

Microsoft Office

Google Suite

Prioritisation

Tools

Microsoft Office

Google Suite

Job description

Helpdesk Advisor - UKSV (Government Vetting Services)

Location: Glasgow (Central) - Hybrid (3 days in office, 2 days remote)
Type: Temporary (until March 2027) with high extension potential
Start Date: August 2026
Hours: Monday to Friday, standard hours
Pay: £12.86 per hour, paid weekly, increasing to £14.24 after 12 weeks

Our client, a reputable organisation delivering vital vetting services, is hiring for a Helpdesk Advisor to join their team in Glasgow. This role is perfect for someone who thrives in a fast-paced environment and enjoys delivering excellent customer service.

Within the UKSV helpdesk, we have different platforms our customers can contact us and staff can be flexed across these platforms. Currently, our phone lines are only open in the morning and this is our primary contact method; correspondence is prioritised in the afternoon.

What you’ll be doing:

• Acting as the first point of contact for UKSV customers across all channels, providing professional advice and assistance.
• Handling a high volume of enquiries via phone, email, and digital platforms, ensuring quality and accuracy.
• Resolving customer issues promptly and escalating complaints when necessary.
• Maintaining accurate records and updating information within IT systems efficiently.
• Building and maintaining positive relationships with customers through a customer-focused approach.
• Supporting the delivery of service standards and KPIs, contributing to a positive customer experience.

What you’ll bring:

• Excellent verbal and written communication skills.
• Strong organisational skills with the ability to prioritise tasks effectively.
• A positive attitude towards customer service and personal development.
• Proficiency in Microsoft Office and Google Suite.
• Ability to multitask and adapt to changing workloads in a target-driven environment.

This is an exciting opportunity to join a dedicated team supporting vital government services.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.